For any new business, building trust with customers and winning their confidence are thought to be very critical. Why customers will go to a new brand? This is the most important question. They will buy from companies which are known to them. The biggest reason is they feel ‘comfortable’ and ‘trustworthy’ with those brands. So in such a case, making them believe in a new brand is a tough job.
Why building trust and gaining customer’s confidence should be your top priorities?
a) You will get more and more new clients
b) Satisfied customers will be your brand advocates
c) Happy customers will be loyal to you and return for next purchase
So, let’s discuss the top 7 ways to win customer’s trust before he/she actually purchase something from you.
1. Offer great customer service
Earning the customer’s confidence starts with offering excellent service. Treat them in the same way you wish to be treated if you were a client.
No matter how big or small your business is, for building trust, great service should be the heart of your overall business strategy. Providing excellent service requires extra time, money and other resources, but it will generate positive word of mouth for the brand. People will be confident about your brand, return to you for repeat purchase.
The consistency goes hand in hand with offering great service. How to be consistent?
a) Your brand should provide an equivalent level of service
b) Measure your service to ensure high quality
c) Dont try new tactics very frequently, as it will affect the consistency level
2. Be transparent always
Your customers are very smart. They understand very well when you are telling the truth or when you are trying to hide something. If you admit your mistake they will admire and appreciate you rather than playing tricks to fool them or even worse by avoiding the situation altogether.
So don’t hide or cover up the errors. Admit your faults directly and explain how you will solve the issue. Also make them believe that this kind of errors will not be repeated in the future.
3. Stick to your words
Always deliver what you promised. Try to stick to your words. Delivering the right service at the right time will help to build a feeling of trust and dependability with the customers. Always set realistic goals which can be met. Don’t make any false promise to them.
4. Be easily reachable
Your contact details should be clearly visible on your website. So provide contact numbers, email address or all the other ways you can think of for your clients to notify you when they face any problem. One excellent way for customer support is adding live chat widget on your website. Your website visitors can clearly locate live chat window and by clicking on it can directly live chat with your support agents for any assistance.
Always remember one thing: the longer it will take to resolve any issue, the more people will complain about your company to others.
5. Display customer reviews
Stats show that, “61% of customers read online reviews before making a purchase decision, and they are now essential for e-commerce sites.”
Actively seek testimonials from happy customers and display them on your website where people can easily see them. Client satisfaction reviews play an important role in building confidence and increasing sales. Review is something that most of the people check before making any purchase because it helps to clear any doubts that they may have about the products and services.
6. Concentrate on the product quality
Most of the companies think too much about whether they are being trusted by customers or not. Instead of that, spend your energy in providing what you have promised to your customers.
Firstly, focus on your product quality because customers always expect you to offer quality services. If you fail on that, they will start looking for other alternatives. For client satisfaction and retaining them, product quality plays an important role.
7. Use social media
“81% of U.S. online consumers’ purchase decisions are influenced by their friends’ social media posts versus 78% who are influenced by the posts of the brands they follow on social media.”
Source: (Market Force)
The truth is if you want your customers to trust your brand, you must engage with them. For instant customer service, social media has become an important way out. Many people will not take the effort to write a letter or email for contacting with any company. Social media is a platform that makes this whole process of interacting with business easier and more accessible. With social media channels like Facebook, Linkedin, Twitter or Google+, you can be always available for the customers.
Over to you!
So these are my thoughts on winning customer confidence. Any more tips to share? Tell us in the comment section!